⌛SLA Settings
SLA or Service Level Agreements help you set a standard of service and performance that you plan to offer for every team.
Customize your SLA policies and business hours per your service delivery model at a Collection level.
Track your team's performance using some of the curated metrics in the reporting section.
To access and customize the SLA settings, navigate to the Profile icon in the bottom left corner of the navigation bar → Settings → SLA Settings as shown below:
Business Schedules
Set Business Days & Hours: Select your timezone, operational days and hours, and holidays. Metrics are calculated only during this timeframe.
Create Multiple Schedules: Add various business schedules (e.g., weekend support) and assign them to specific collections for tailored needs (learn how to link a schedule to a Collection).
Manage Schedules: Expand a schedule to View/Edit or click Remove to delete it.
Schedules that are already linked to a Collection cannot be deleted. Please unlink the schedule from the Collection first if you wish to delete it.
SLA Policies
You can set the following target service levels for different priorities:
First Response Time - The time gap between when the requestor raised a request and when the responder sends their first response.
Resolution Time - Resolution time refers to the total time required to Solve a request.
One Touch Resolution - This metric allows you to add the total number of responder responses within which the responder can resolve or close the query.
Setting up SLA policies at the Collection level
By selecting
Add SLA Policy, you can add multiple SLA policies to align with your specific requirements and configure them at a Collection level. Learn here on how to configure SLA Policies for particular collections.To delete an SLA Policy, expand the SLA Policy you intend to delete and click on the
Deleteoption located at the bottom.
Note: You cannot delete an SLA Policy if it is linked to any collection.
SLA settings only apply during business days and hours.
Read more about how the metrics are calculated here.
The SLA can be configured at minutes or hours granularity.
Pro Tip: If you set up a service level target for the first response at 60 minutes, then you should set up a workflow driving an alert of no response to a request at 45 minutes to the triage channel or a shared slack channel so that the team can be alerted and respond to the same in time.
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